The Senior Program Manager will be responsible for designing, implementing, measuring, and overseeing operational aspects of Employer Services offerings. They are a generalist that could work across many programs in their time at Spring, but will begin with a focus on supporting our Employer Services core offerings and building the infrastructure to operationalize Spring Health’s critical incident response long term strategy. They will report to the Director of Employer Services.

What you’ll be doing:

• Partner with Employer Services Leadership to design, implement, and monitor a quality control system for management consultants and in-house clinicians.
• Partner with Employer Services leadership and implementation teams to implement new accounts efficiently and with high quality, including operationalizing custom management consultation process requests as needed
• Develop and maintain key performance metrics and dashboards to monitor the performance of in-house clinicians, management consultations, and critical incident response programs, providing regular updates and actionable insights to leadership.
• Collaborate with cross functional stakeholders to develop Training request and delivery tooling/ process that facilitates effective and efficient cross functional partnership and high quality service delivery.
• Develop and document workflows for Employer Services independent contributors and leaders
• Lead the design and implementation of the operational framework for our critical incident response service offering, ensuring alignment with company goals and industry best practices.
• Collaborate with cross-functional teams to establish and maintain effective operational processes, guidelines, and standard operating procedures for managing critical incidents.
• Collaborate with stakeholders at all levels to gather requirements, communicate progress, and ensure alignment on program objectives, key performance indicators, and SLAs.
• Develop and maintain key performance metrics and dashboards to monitor the performance of critical incident response programs, providing regular updates and actionable insights to leadership.
• Provide strategic insights and recommendations to the Director of Employer Services on enhancing critical incident response programs, based on data-driven analyses and industry trends.
• Stay current with industry developments, emerging trends, and best practices related to critical incident response and program management, applying relevant insights to enhance program offerings.
• Develop capacity/budget models and advocate for the ops resources needed to support critical incident programs.
• Partner with Strategy, Product Marketing, Sales, and Customer Success to ensure critical incident response is represented appropriately in the market.
• Support Product in the design and implementation of any new technology features needed.

What we expect from you:

• You have a deep experience in operations, healthcare and strategy with a proven ability to think holistically while being deeply analytical and detail-oriented
• You have 5+ years of cross-functional experience in a high-growth startup and/or healthcare systems
• You embody a member > team > individual perspective
• You are a top performer, yet a collaborative and cross-functional leader who thrives in a culture of collaboration, accountability, and entrepreneurship
• You are a self starter who thrives when given autonomy, with proven ability and desire to build effective internal and external relationships
• Exceptional at communication: written, verbal and listening skills
• You obsess about achieving your goals and are relentless in pursuing them
• You value levity, humility, collaboration and deriving fulfillment from success achieved through the work you accomplish with others

The target salary range for this position is $112,500-146,250 and is part of a competitive total rewards package including stock options, benefits, and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At Spring Health we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we strongly encourage you to apply. You may be just the right candidate for this or other roles!

Ready to do the most impactful work of your life? Learn more about our values, how we work, and how hypergrowth meets impact at Spring Health: Our Values

Hypergrowth meets impact

What to expect working here:

• You will be held accountable to an exceptionally high bar and impact
• This may be the fastest work environment you will ever experience in terms of growth, decision-making, and time to impact
• You will be challenged to set and protect your own boundaries
• You will create processes & products that have never existed before
• You will have very direct conversations and receive continuous feedback to push you to become the highest performer you can be
• Change is a constant here: your role, team, responsibilities, and success metrics will shift as the company grows

And…

• You get to be surrounded by some of the brightest minds in the field
• You get to learn and grow at an extremely accelerated pace
• You will experience transparency, integrity, & humility from leadership
• You will be empowered to constantly challenge the status quo
• You get the space to experiment & innovate
• You get to make a transformational impact for the company, mental health, and for real human lives — and you will see that impact quickly
• You will become more resourceful and resilient
• You get to be part of a winning team that opens doors in the future

Benefits provided by Spring Health:

Your Total Health:

• Generous medical, dental, vision coverage available day 1 + access to One Medical
• 20 total yearly no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents
• Flexible paid time off in addition to 12 paid holidays throughout the year
• $500 per year Wellness Reimbursement
• Access to Gympass, an on-demand virtual benefit that provides wellbeing coaching, and budget management.
• Spring Health provides access to QuitGenius, a platform with technology-tailored, personalized addiction treatment plans for substance use (*QG is available to benefit-enrolled employees, spouses, and dependents age 18+)
• Sabbatical Leave: When you’re a Team Member at Spring Health and hit your four-year Springaversary, you’ll be awarded a four week, fully paid, sabbatical leave.

You And Your family:

• 4-4.5 months of fully paid parental leave
• Spring Health provides team members and their families with sponsored access to Bright Horizons® child care, back-up care, and elder care.
• Access to Joshin is provided by Spring Health. Joshin is a comprehensive support system for disabilities and neurodivergence in the workplace. This benefit supports employees, their families, and our teams through personalized navigation and disability education and training along with a network of screened in-home caregivers with disability and neurodivergent experience.
• Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses

Supporting you financially through:

• Our People team benchmarks all salaries using the Radford Global Compensation Database for technology and life sciences industries. Radford benchmarks salaries with 3,589 global firms, 6.5 million employees, and 98 countries across the globe. We do this to ensure all of our team members are paid equally and competitively.
• On top of competitive and benchmarked salary, Spring Health offers incentive pay (based on role), and equity that begins vesting as we celebrate your first year with the company!
• Employer sponsored 401(k) match of up to 2% after 90 days of employment

Creating a culture you can thrive in:

• Flexible work arrangements: 60% of Spring Health team members work fully remote while 40% work in a hybrid model from our New York City offices
• Focus Fridays: no meetings, no distractions, just time for you to get work done.
• Focus Weeks: In Spring 2023, we held our first ever Focus Week, we canceled all non-essential meetings, minimized distractions, and you, our team members, to dive into the key work that gets chopped up or deprioritized during the regular day-to-day. We saw a 36% jump in the average energized score after those five days of flow state work and are finalizing a plan for quarterly Focus Weeks for team members.
• Up to $1,000 Professional Development Reimbursement per calendar year.
• $200 per year donation matching to support your favorite causes